Tag Archives: advice
UK financial watchdog says mortgage advice can be improved
Most people in the UK get suitable advice when they take out a mortgage but there is still room for an improvement in standards, according to a review by the UK’s financial watchdog. Two studies from the Financial Conduct Authority (FCA) found that many lenders have taken significant steps to provide advice for the first time. These firms, and those that have always provided advice, should now focus on delivering consistently good outcomes for customers. They also found that while there was no evidence of systemic customer detriment, some firms were failing to take reasonable steps to obtain sufficient, relevant information about customers’ needs and circumstances before making recommendations. Although 59% of advice provided to customers was assessed as suitable, with only a small number of cases assessed as demonstrably unsuitable, the basis for 38% of recommendations was unclear. The consumer research highlighted that some customers place the greatest importance on the initial monthly payment to the detriment of other factors. This can dictate whether they think a mortgage is a ‘good deal’ or not. ‘A mortgage is a significant undertaking for anyone. It is vital that customers are able to get suitable advice and a positive experience when deciding on their options. Some firms were able to provide this, but not all,’ said Linda Woodall, acting director of supervision at the FCA. ‘Although we welcome the considerable work of those firms delivering advice for the first time, and particularly those that have proactively identified issues within their own processes, there is still scope for improvement. We’ll continue working with firms to ensure they deliver good outcomes for consumers,’ she added. Following the review, the FCA said it will continue to work with industry to address the issues identified. Individual feedback to firms visited as part of the study has already been given, together with actions required as a result of the findings. Some firms assessed had already independently identified issues with their advice processes, and were making changes to improve their service to consumers. The review also found that many lenders had made significant efforts to deliver advice for the first time by investing in systems, front line staff and operational capability. Some firms were relying on highly structured processes. This often resulted in lengthy, stilted and repetitive conversations with consumers which limited the adviser’s ability to engage effectively and properly assess needs and circumstances. By contrast, other firms delivered advice with little or no structure, resulting in inconsistent quality of advice and a higher chance of unsuitable recommendations. The best performing firms have demonstrated that it is possible to strike an appropriate balance. The review of advice and distribution forms part of the FCA’s wider programme of mortgages work. Its thematic review into responsible lending commenced in April 2015 and from autumn this year, the FCA will begin a wider assessment of barriers to competition, with a view to launching a market study in early 2016 on those aspects of the… Continue reading
Duty for UK lettings agents to publicise fees welcomed
Measures which impose a duty on UK lettings agents to publicise fees both on websites and in branches have been welcomed by a leading industry organisation. The new Consumer Rights Act stipulates that charges displayed must include a description of each fee and the service it covers and state clearly if the charge applies to the property being let or each individual tenant. The Association of Residential Lettings Agents (ARLA) said that it supports the view that letting agent fees should be transparent and this will help consumers understand what services they are paying for. ‘In the interests of consumer protection, we would have liked to see legislation go further than it did and continue our call to make it mandatory for letting agents to be members of a client money protection scheme,’ said David Cox, managing director of ARLA. ‘We urge the next government to review this after the general election as the schemes provide guaranteed protection to both landlords and tenants should a letting agent abscond or misuse any money they are holding for either party; such as a deposit or rent,’ he added. However, the association, which backs the eradication of unnecessary bureaucracy and red tape, it believes that further measures outlined in the Deregulation Act will have a detrimental and unintended effect on the UK lettings market. ‘ARLA greatly welcomes the new tenancy deposit legislation contained within the Act. However, the provisions in the Act designed to prevent retaliatory evictions by landlords, creates a number of unintended consequences,’ said Cox. ‘ARLA supports the principle of legislation seeking to stop landlords from evicting tenants in response to a genuine disrepair issue. The measures will mean that protections previously afforded to compliant landlords may be eroded by dishonest tenants using the new powers to defend against legitimate possession proceedings, possibly by intentionally causing damage to properties,’ he explained. He pointed out that Section 44 of the new Act, relaxing the restrictions on the use of residential properties for short term lettings in London, will have an adverse effect on the capital’s long established and unique communities. ‘The added ability for residential homeowners to use their properties as ‘pseudo-hotels’ will lead to a constant churn of short term tenants, eroding the foundations of existing communities. Moreover, the new measures may lead to longer term, more established tenants being forced out, an increase in anti-social behaviour, reduced security and an increased risk of crime for permanent residents. London’s success is predicated upon its varied but long established community identities, coupled with the ever growing strength of its booming lettings market,’ Cox added. Meanwhile, the National Landlords Association (NLA) is claiming a victory for landlords in Liverpool after gaining two significant concessions from Liverpool City Council (LCC) in the run up to the launch of their city wide licensing scheme. Although the council has refused the NLA’s request to postpone the launch of the scheme that is due to go live on… Continue reading
Thousands sign up for new property alert service in England and Wales
In its first year, over 19,000 people have signed up to the UK Land Registry’s free Property Alert service which provides an early warning of possible suspicious activity on someone’s property. The aim of Property Alert is to help people protect their home from fraudsters. ‘There are many people who have no idea that someone could steal their home from under them, but unfortunately it can and does happen,’ said Tracey Salvin, Property Alert service manager. ‘For example, someone may pretend to be you using forged documents and sell or mortgage your home. While this is not common, when it does happen it can have devastating consequences for the victim. Imagine finding out that someone else has sold or mortgaged your property without your knowledge and disappeared with the money, leaving you to pick up the pieces,’ she explained. A case study involved a Ms Anderson (names have been changed) who signed up for the Property Alert service and placed an alert on her property. She received an email alert the very next day saying that an application to transfer her property had been made. Ms Anderson knew nothing about this and contacted Land Registry’s property fraud reporting line. On investigation, they found that the application had been made by Ms Anderson’s father and contained evidence claiming to show that Ms Anderson’s identity had been checked by a solicitor. Ms Anderson claimed she had never been to see this solicitor and denied signing any transfer of her property. She also alleged that her father was intercepting her mail and at one time had taken her passport. When the Land Registry contacted the solicitor concerned, he confirmed he had met someone claiming to be Ms Anderson but who, it turned out, must have been an imposter. ‘As a result of Ms Anderson contacting Land Registry, we formally notified Ms Anderson’s father of her objection to his application. As we didn’t receive any response from him, we cancelled his application. This allowed Ms Anderson to proceed with selling her property as she had planned to do,’ said Salvin. Property fraud can happen in many ways. For example, fraudsters may steal someone’s identity and attempt to gain ownership of a property by using forged documents. The fraudsters may then raise money by mortgaging the property without the owner’s knowledge before disappearing with the money, leaving the owner to deal with the consequences. Land Registry has stopped fraud on properties worth more than £70 million since 2009. Those wishing to join will need to set up an online account with Land Registry which is free They will then be able to monitor up to 10 registered properties in England and Wales. Email alerts will be sent when there is certain activity on the property and people can then judge whether or not the activity is suspicious and if they should seek further advice. People who are not online can also sign up for Property Alert by calling… Continue reading
